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Svcs IT Ops Analysis Sr Advsr

Guadalajara Area, Mexico, MX - Computer Hardware, Computer Software, Information Technology and Services

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Oversees, facilitates and administers ITIL based service support and/or technical account management in the coordination of incident ownership and customer account management on a 24x7 basis. Responsibilities include the management and oversight of service level management and configuration management as well as resource coordination, customer management, dispute and technical resolution management, and communications at various levels during service engagements from tactical to strategic



Principal Accountabilities:



* Ensures contractual Service Support requirements are understood and managed



* Ensures effective communications and coordination of problem-solving efforts between support teams, account teams, field service personnel and customers.



* Collaborates with other team members to ensure consistency of delivery, adherence to standard practices, and continuous improvement.



* Presents operational and service level reports and explains service level support available to internal or external cu8stomers



* administers and manages the configuration of process related tools, reporting tools, and associated technologies



* Compiles, analyzes and reports statistical data and trends relating to service level compliance and operational effectiveness



* Provides training an mentoring for functional teams to ensure that process guidelines are understood and followed



* Provides point of contact for process related questions or issues and facilitates process related meetings.



Qualifications



Required Experience:



* 8-10 Yeas of relevant experience or equivalent combination of education and work experience



* Solid understanding of ITIL processes and principals



* Solid verbal and written communications skills



* Solid ability to create and document processes



* ITIL Foundation v2 or v3 (v3 prefered)



* Bachelor degree or equivalent work experience.







No salary provided



Posted November 03, 2014 at 05:18AM from LinkedIn http://ift.tt/1s79MvH

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